Performance

Performance turns an agent’s call history into a board of cards that help you understand traffic, results, and recurring patterns. Open Performance and choose an agent. The page is a single board: every chart, table, and big number on it is a card you can arrange, retype, and drill into.

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Filter the calls

The date range and filters in the header apply across the active view. The board’s filter controls include call status, call type, and the Phonely phone number. Filters you set appear as chips in the header; remove a chip to clear that filter. For a question about particular outcomes, topics, end reasons, sentiments, or flow blocks, open the card in Explore and use Only count calls where… to set its own conditions. Save a filter when you want to reuse the same definition across cards. For example, define which calls count as a booked appointment, then use that definition on each relevant card. Older board-wide outcome, topic, end-reason, sentiment, caller-number, duration, and flow-block filters are no longer retained. Review older views before comparing their totals with earlier reports, and recreate supported conditions on the relevant cards.

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Read the cards

Add widget opens a dialog with guided creation and preset cards. Before your first guided request, describe your business goal and north star metric—the main measure of success you want to track—then select Save and continue. Describe the card you want and review the proposal before adding it. Use Change business goal and north star metric in the dialog to revise those answers later. You can also pick a preset directly. On an empty view, you can ask Phonely to suggest a starting board built from the agent’s own flow and outcomes. Preset cards cover common questions: Select a segment, point, or row to open the matching calls. This lets you move from an aggregate pattern to the conversations behind it. Each card shows when its data was last updated. Hover a number to see the count or share behind it.

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Change how a card looks

Open a card’s More options menu to switch between Time series, Bar chart, Big number, Metric bars, Top list, Table, and Pie, where compatible. Unavailable types are greyed out with instructions for unlocking them. Metric bars requires no breakdown and at least two displayed metrics that share a unit. An existing Sankey card keeps its own chart type. You cannot convert an ordinary card to Sankey from this menu. Switching the type changes the presentation only. It never changes the number a card computes.

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Arrange the board

• Drag a card to reorder it.
• Drag a card’s edge or corner to resize it.
• Select Edit in Explore (the pencil) to change the question behind a card.
• Use More options to duplicate a card, copy it to another view, export its data, or remove it from the view.

Layout changes belong to the active view. If a board cannot be saved, the header shows a Not saved warning; select it to retry. You can also add a card from the board’s own empty space: a + tile in the last row’s leftover columns opens the same Add widget dialog.

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Build your own card

Select Add widget, then Build a widget manually to open Explore. Explore replaces the board while you work in it. Build a question by choosing what to count, how to break it down, and which calls to include: Save the result to add it to the board. Use the browser’s Back button or the back arrow to leave Explore; if you have unsaved work, Phonely asks before discarding it. You can save a metric or filter to reuse it across cards, and manage those saved definitions from Explore. Deleting a saved definition asks for confirmation and identifies the metric or filter to be removed.

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Edit Performance with Ask AI

While Performance is open, use Ask AI to add, edit, or remove cards; create, rename, duplicate, reorder, or delete views; or propose changes to saved metrics and filters. State the view and business question you want to change, such as “Add a card showing booked appointments over time.” Review each proposal’s preview, affected view, and definition before accepting it. Adding or editing a card offers Add to board or Apply change; other proposals show the action they will perform. Reject a proposal you do not want. Asking for a change does not apply it automatically. Use the proposal’s Undo action when available to reverse an accepted change. You can also open a proposed card in Explore to refine it manually. If you accept an edit while that card is open in Explore, inspect the updated preview and save from Explore when it is ready. Changing a saved metric or filter can affect cards that use it. Ask AI cannot delete a saved definition while cards still reference it; update those cards first.

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Work with views

A view keeps a board’s cards, filters, and settings for an agent. Use the view selector to switch between them and its menu to create, rename, duplicate, reorder, or delete a view. Use separate views for questions that need different scopes, such as weekly operations, negative-sentiment calls, or a specific outcome. Give each view a name that describes the question it answers.

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Interpret the results

• Use outcomes to measure results recorded by flows or updated after a call.
• Use topics to understand what callers discussed.
• Use end reasons to understand how calls stopped.
• Open the underlying calls before treating a change on a card as a product or flow issue.